Hot Tub Forum
Brand Specific Forums => Jacuzzi Hot Tubs => Topic started by: amy2421 on September 28, 2015, 12:31:59 pm
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My delivery is supposed to be 2 hours from now and I just got a call that the color of our tub is wrong. We ordered it 3 months ago so we would get exactly what we wanted. I think they gave ours away to someone else, because it came in at the end of July, and now they are trying to give us what is left at the end of the season.
The cabinet is the wrong color, so they suggested they could come back in 3 weeks and change the sides. We are having our deck built around it so I am not happy with that solution. They are offering no compensation whatsoever. Or we can wait another 4 weeks to order the color that we ordered 3 months ago.
Simply unbelievable Jacuzzi.
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Sorry to hear that. I will say though, even spa dealers are human, and are prone to mistakes like this from time to time. I had almost the exact same situation happen to me. Customer ordered spa exactly how they wanted it. It came in like a month later, and they didn't take delivery until three months down the road. I kept the spa packaged the whole time until we delivered it. Upon opening it, they discovered I had ordered the wrong color. I felt terrible.
I was willing to work with that customer for my mistake, so I would think that your local Jacuzzi dealer would as well. I would remain calm, and go into the store and speak with the owner or manager, and let them know you aren't happy about it. Maybe they would be willing to work with you some then.
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Sorry to hear that. I know how excited you were waiting for you tub to come in and now that major disappointment. I would not go with the option of changing sides on already installed tub. The less anyone touches the tub or works on it the better I think it would work and longer it will last.
I would ask dealer for the order details as it got submitted to the factory and try to figure out where the problem happened. Was it the dealer who gave your tub away, or was it the order that was placed incorrectly. Depending on the outcome I would then contact the factory and made a big stink about the whole thing.
Give your ordered product away to someone else actually happened to me back in 2012 when we were buying new Nissan Altima. I went to the dealer and placed the order. Vehicle was supposed to take 3-4 weeks to arrive. Two days later I called back and tried to cancel the whole thing. The following day I had my car delivered to me. I guess some poor guy had to wait another four weeks to get his.
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Sorry to hear that. I know how excited you were waiting for you tub to come in and now that major disappointment. I would not go with the option of changing sides on already installed tub. The less anyone touches the tub or works on it the better I think it would work and longer it will last.
I would ask dealer for the order details as it got submitted to the factory and try to figure out where the problem happened. Was it the dealer who gave your tub away, or was it the order that was placed incorrectly. Depending on the outcome I would then contact the factory and made a big stink about the whole thing.
I didn't like the suggested option of changing the sides either. I've been waiting over an hour for the manager to call me. It is so disappointing to have waited this long and be spending this much money, to feel like I'm now being treated like this before I hand over a very large check.
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I would probably start calling Jacuzzi by now. If my day got ruined by dealer like that I would certainly give it my best to ruin it for the dealer as well.
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I would probably start calling Jacuzzi by now. If my day got ruined by dealer like that I would certainly give it my best to ruin it for the dealer as well.
I've called, I have reached my salesperson easily but head office was a 16 minute hold, then I've been told several times the manager is calling me back "momentarily", but still no phone call. The delivery was supposed to be at 2pm, their last spot of the day, so now the salesman isn't even sure they can deliver it today even if I wanted it.
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If you have other Jacuzzi dealers in the area, I would also call them and try to negotiate a better price and then would take my money to them. You are definitely not going to get your tub today, but then on a positive side you can use that to your advantage of trying to negotiate a better price or get some money back.
You can also threaten cancellation to your current dealer, I am sure they won't want to tie their cash on your tub.
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Isn't there another recent thread on this exact same issue, except the warehouse accidentally damaged the poster's unit, so the poster either had to wait 3 more weeks, or take what was on hand?
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Yes, pretty much squeaky wheel gets all "grease" (tub in this case)
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Again people it's not the manufacturers fault ::) Be mad at the dealer.
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Its difficult to say who exactly was the party that screwed up the color but its up to the dealer to make things right whether that's in conjunction with the manufacturer or on their own.
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Initially they offered me nothing, but then the manager offered a $500 refund and threw in a J1000 remote if I would still take delivery on the platinum with mahogany skirt. Note that we don't have the stereo package but I understand it works to control the jets/lights/etc remotely even without the stereo - someone please correct me if I'm wrong?
Does that seem like a fair trade-off for accepting the wrong color?
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Yes, now we are getting somewhere. It depends on the importance of the color scheme to you. I would also ask them to throw some chemicals into that as well. Value to you will be more than the purchase price for them.
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$500 and a remote seems like a reasonable consolation to me, but it just depends how important cabinet color is to you.
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I don't know how much the remote is worth.
The cabinet color was important because it tied into our whole color scheme of our backyard reno, but with the height of the deck only about 10" of the skirt will be visible between the top of the deck and bottom of the shell. I still think the Silverwood skirt would have looked better, but I also feel like there aren't any options because we can't wait another 4 weeks (our deck is being built as we speak) and I don't really like the idea of changing the skirt later.
It just sucks because we had it all planned out so well and ordered it way in advance for that reason.
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Amy,
I have posted a similar situation, but different. It was also Jacuzzi. As Jacuzzi Jim says I'm not mad at Jacuzzi, but at the dealership. Then I think about it and that is JACUZZI. I do like the color I received probably better than what I originally ordered, but maybe I am trying to fool myself.
I ordered a Titanium color tub. It was amazing it was supposed to take 4 weeks or so for delivery but it was much faster. I was planning on it being longer but it arrived in about 18 days. They said it was in a wreck and mine was the ONLY ONE that was damaged.
They gave me option. They would re-order and it would take however long it took or take what they had in stock which was white. They said they would provide some freebies for my "Trouble". I went with the white and was looking forward to whatever freebies I got.
The freebies was a pair of filters - $85 dollar value. I was hoping for something better, but it is what it is.
The next time I went to the store to get my freebie and buy some aroma stuff the sales person said the whole shipment was in a wreck.
So the stories just don't jive.
I wasn't believing the guy when he originally told me the story, who was calling from the Renton, Washington local Jacuzzi headquarters, but I thought maybe I was over thinking it.
I was going to let it drop cause Jacuzzi Jim made me feel bad about my accusations, but now you just opened up my wound that had just barely healed.
Like I have said I do like the colors I now have and this tub is great. I just don't believe the people told me the truth.
Now with your story, I really have my doubts.
$500 dollars sounds good as long as you are happy.
I'm sure my $85 filters cost them less than half of that. Kind of disappointed that was the best they could come up with, but I not going to ask for more.
I'll just tell my story and when I buy my final hot tub in 10 years for my retirement gift to myself it won't be a Jacuzzi.
Jacuzzi Jim sounds like a great guy and I still look forward to meeting him someday in the future (lives locally), but it appears sales people, managers, etc think differently than consumers.
I live in Burien and bought from Aquaquip in Federal Way where are you located.
Be interesting if others have had his same-thing occur. This happened about 30 days ago, maybe this is one of their new business practices.
Don
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Don, I was reminded of your situation when I got the phone call this morning, and I too was skeptical especially after recalling that the same thing happened to you. I think I would have had a much harder time if the shell color had been wrong instead of the skirt color, because most of the skirt will be covered up in our installation. I'm still not 100% happy and I still think the original color would have worked better, but this was the only way I was getting the tub delivered today and any delay would have created a problem with the rest of our work being done.
However I remember telling you at the time that the color combination you ended up with looked really nice, so I am trying not to hate the colors I got just because they aren't exactly what I ordered.
Jacuzzi Jim, I understand your point that it is not the manufacturer's fault, but in our area all the Jacuzzi locations are owned by one company so there is no other option, therefore they do seem like the equivalent of the manufacturer in our area.
I am still waiting for the dealer to come through with what they promised me today. I am supposed to hear back tomorrow morning, so hopefully they are good to their word now that the tub is off the truck, sitting in my backyard, and my bank draft is in their hands.
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I do get where you guys are coming from. But 99.99% of the time it's a dealer issue, and they are the ones that need to take care of the customer. I can tell you Jacuzzi did not get the order/color wrong on the order, the dealer did. Now operation wise of a spa, if the dealer doesn't take care of you absolutely call the mnfg and try to get them to resolve it. And in 14 years of dealing with Jacuzzi, Artesian or Cal-spa that has never happened in my world.
Icenogle appreciate what you said, but Aquaquip is not Jacuzzi nor Sundance which they sell as well. Jacuzzi is also not the trucking company that damaged the spa if it really happened. If it did happen Aquaquip would have filed a claim with the trucking company, not Jacuzzi. Who knows maybe they got a free spa insurance wise from the trucking company but the reimbursement dang sure didn't come from Jacuzzi. Aquaquip paid Jacuzzi for that spa and there is no refunds.
I know it's easy to be mad at the brand but again it is the dealer that takes care of the customer, specially when it's issues that you two have dealt with.
And WTF am I defending Jacuzzi I have no idea, I no longer sell them. But what I said is true of any spa brand.
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I edited the thread subject because it is not Jacuzzi I am disappointed with.... Regardless of skirt color, the tub looks beautiful and I can't wait to get our work done, get it filled & heated, and jump into it! I sure hope everything works properly because I can't take any more!!! But my disappointment is either with the dealer for ordering it wrong or inputting it incorrectly into their system, or maybe Jacuzzi made the tub with the wrong skirt, or maybe they really did give my tub to someone else and I ended up getting what was left over. I am sure I will never really know.
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I can say this J-345 made by Jacuzzi has worked flawlessly for over 30 days. I am happy with that, it's a good start to many years of use. Looking at my Jacuzzi broucher I am pretty sure that there is not a color Jacuzzi or any other brand has that I would not like. When I'm soaking in it I'm not looking to see if the color scheme matches the color of my grass or cement pad, I'm just enjoying it.
I'm not mad at Jacuzzi. I'm not mad at anybody, I just won't go to Aquaquip in the future. I would be willing to bet if something does breakdown I won't go to them for warranty work. I just don't trust them. I'll figure it out myself and take care of it another way.
Just like I don't trust the dealership I bought my truck from to do the free oil changes. Either I do it or take it to a shop that I have trusted for many years now.
Anyways, post some pics of your tub when everything is settled.
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Well that is a good point, at the end of the day if it works beautifully I won't be as concerned about the color switch. I just hope the dealer comes through with what they said they would and I can move on and just enjoy it.
Tonight I got a fortune cookie and the fortune said "After today, all your stress will be gone"... so hopefully that's a good omen. :)
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You know life's good when the most stressful thing in your life is the color of your hot tub.
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I WISH it was the MOST stressful thing in my life! LOL ... it IS stressful when you're spending $15K and it isn't what you ordered. But I certainly have more stressful things going on... so this was really the icing on the cake.
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This sounds like a very good price.
Jacuzzi Jim,
Can you chime in and let us know from your experience on how to get the best price on Jacuzzi tubs? The price that Amy paid is $15k Canadian which translates to around $11.2K USD. I was quoted around $2k more then that for the the same tub. Is it just the local dealers in Connecticut that are greedy or is it Jacuzzi's general approach to the market? What is typical dealer's markup and how to get the best price possible? Thank you.
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This sounds like a very good price.
Jacuzzi Jim,
Can you chime in and let us know from your experience on how to get the best price on Jacuzzi tubs? The price that Amy paid is $15k Canadian which translates to around $11.2K USD. I was quoted around $2k more then that for the the same tub. Is it just the local dealers in Connecticut that are greedy or is it Jacuzzi's general approach to the market? What is typical dealer's markup and how to get the best price possible? Thank you.
I recall seeing others post on here that the same tub ran them around $10K US including the stereo. Not sure what part of the US they were in, though.
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Its really up to the dealer what he needs to ask for and still stay in business. Jacuzzi does not dictate that. We were selling the J-365 for 9700.00 or so, my low ball number was 8995.00. If the spa was a funky color combo or had been around for awhile I might go to 8595.00 to move it, but not often. Cost on spa's like Hot Springs, Jacuzzi and Sundance are actually higher than most people think. Then you have to add shipping, delivery and commission as well as well as anything else to stay in business.
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Just called local dealer basic J-470 is offered for $12.9k (truckload deal) with typical price being $13.6k. Standard offer tub+cover+lifter+steps+delivery. I personally think that this is price about $2k more than what it should have been.
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our J-585 showed up last week. When I got home I found it did not have the stereo upgrade and the moving guys had cracked/ scratched up the side panels.
We are currently using this tub but have a replacement on order for it.
Our sales guy was great though and brought us a $400 outdoor Bluetooth speaker to use for the time being.
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It is pretty weird that it keeps happening with the jacuzzi brand. Maybe it is the factory, I think most of there employees are now bullfrog employees
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Sorry to hear that Ryan5508... it is too bad when you anticipate something and spend a lot of money on it and it isn't the "Christmas morning" experience you had hoped for. I know this is a "first-world-problem", I get that, but we also saved for a long time and dreamed about owning a hot tub for years before this became a reality. I heard some cracking when my tub was delivered on Monday. I asked our contractor about it and he said it was probably the sides flexing. He pressed on one of the sides and it made a similar sound. Now that I read your situation, I hope they didn't crack the sides. It is harder to tell with the 400-series because the sides look like vertical slats.
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The Jacuzzi dealer came through and fulfilled what they had promised for taking delivery of the wrong-color tub. In the end they gave us a $500 refund, free GFCI ($170) and a free J-1000 remote ($250-300). We didn't get the stereo with our tub but it will still be neat to control the temp/jets/lights without always having to use the topside panel.
I think that seemed pretty fair. I still would have preferred the Silverwood skirt, as the Roasted Chestnut is already showing wear on the panels and it is brand new, but $1000 value as compensation seems like it is worth it for having to accept the wrong color. And most importantly they came through with what they promised, which I was a little worried about after I'd already taken delivery and given them my bank draft for full payment.
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Isn't there another recent thread on this exact same issue, except the warehouse accidentally damaged the poster's unit, so the poster either had to wait 3 more weeks, or take what was on hand?
That might have been me... I had ordered a Sundance back in February, paid in full in March, but needed to wait on delivery until I could get the site prepped (patio work). Given all the snow this past winter and a backlog of work for my mason, I could not get the site prepped until June. Expected delivery in early July, but the spa showed up damaged at the local warehouse. They got a new one for me a few weeks later. Took delivery in early August.